The player from Spain has their account suspended and all of the slot machines became unavailable. The provided data indicates stolen identity, multiple accounts, and using a welcome bonus more than once by 1 person. The complainant is likely not able to verify their identity because they used the identity of someone else. Moreover, even if the complainant provided the casino with photos of the ID owner and ID, the person in the photos is obviously not aware of this. The casino acted correctly and within its terms and conditions. Therefore, the complaint was closed as unjustified.
MyStake Casino - Player’s activity has been suspended.
Amount: €582
MyStake Casino
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, I hope you can help me, it turns out that I have a mystake account, first of all I sent several documents for verification and they do not accept it, being correct, I had to send a Gmail so that they verify it, so far everything is fine ... waiting for them to verify me the account... in the meantime I decided to make a deposit while they check... I did it, all perfect, I'm playing slots at the casino and suddenly I get an error that goes on and on that I can't play slots slot machines, spoke with the support that by the way a woman attended me who is not the best attention... And she tells me that my account is restricted without me having broken any casino rule I ask her to explain the reason and she refuses to explain and he threatened me that if I kept insisting on the subject he would block me from the support chat (I have capture and evidence), I sent several Gmails to the casino's email and they do not answer it's incredible I feel cheated the fact is that I have my money in the casino and I can't I do nothing or withdraw or play or do anything without any response so far, I hope you please help me this casino I think it wants to scam my money I hope you can help me thanks in advance (I have a screenshot as proof of my deposit, from the chat of the casino and others just in case) greetings
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2 years ago
Dear Melodia93,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
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Good, you see the exact time I couldn't tell you but it took a short time, the verification in principle everything is verified except the address, but now I change and only the gmail is verified I already sent all the documentation of my identity and home receipts, games I always play to a slot machine, and my winnings were combined with the welcome bonus, which by the way I have 1 month to complete and since I have it restricted, well let's see what happens why I can't bet enough to complete the bonus, let's see if you can help me by Please, thank you for answering, I hope answer and solution
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2 years ago
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It is incredible the worst Casino of all now I get into my account and I have €240 and I had €822 which I was supposed to be scammed as I said, they do not even let me my last deposit of €300 that I made incredible and unfortunately I do not recommend this Casino I hope that help me thanks
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2 years ago
Is there any relevant communication between you and the casino that could shed some light on this case, please? If yes, forward it at your earliest convenience to petronela.k@casino.guru. Thank you.
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2 years ago
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Hello, well, you'll see the communication is null and fair... I'll summarize a little what happened I had €822 they restricted all kinds of games, I made a deposit of €300 with a welcome bonus when the account was restricted they took all my balance and they left me €240 a total scam I communicated with it and they told me to withdraw my balance that they are going to block my account without any explanation I withdraw it but what I think is that it is a total CASINO SCAM because I did not break any rule and also I had already bet a lot on the fact of releasing the bonus and they took away my balance and left me €240, not even my €300 that I deposited, I hope many people see this because the casino is a huge SCAM, and I hope they are enough people like to tell me why my account was blocked and why they took my money, I hope that with your help they give some solution and explanation, thanks and I wait for an answer
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2 years ago
Dear Melodia93,
Is there any relevant communication between you and the casino that could shed some light on this case, please?
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2 years ago
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Hello, as I said, there is no communication, they refuse to tell me anything, I have sent them many emails and they do not give me a response of any kind, the hope I have is that casino guru can help me and solve this problem and that this is visible problem and that people see what this type of casino is like, scammers and others..., thanks and I wait for an answer
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2 years ago
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It is that what they did with me is not normal unless they left me my deposit of €300,... And I keep saying that I did not break any rules so that they would block my account and steal my money and without giving any explanations. .. now the only thing missing is that he invented something to deal with the blocking of my account and he stole my money as is normal in this type of scamming casino
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2 years ago
Thank you very much, Melodia93, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
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Thank you very much petronela for your help, I hope your partner can help me and give a solution to my problem, I await your response
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2 years ago
Hello, Melodia93,
From now on, I will assist you with your issue.
Before I invite the casino to this thread, I would like to clarify the disputed amount.
Currently, it is set to €822, but you claimed the casino had let you withdraw €240.
Did you already request a withdrawal? Were €240 successfully paid out?
If you had €822 in your balance and the casino left €240 in your account, is it please correct that the disputed amount is €582, and not €822?
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2 years ago
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Hello, first of all, thank the casino guru team for helping, you see, I will tell you, I deposited €300, I added the 170% welcome bonus, which would be €810 with the bonus, I was playing to unlock the bonus requirement and so on. there was €822 left and all of a sudden I didn't get into any slot games or live games, I spoke with support and they told me that my account was suspended for no reason, then they sent me a Gmail in which they told me that their account will be blocked for breaking the rules..... (I never broke any rules) that I could withdraw €240, which was what they left me and I would be blocked without giving any explanation, I successfully withdrew €240 and the amount in dispute is €582 for the reason that I had part of the bonus unlocked and they can't block my account for no reason and leave me €240...they are the ones who breached what the casino offers to users, so what I can't explain is why? why did they take my balance if I didn't breach and no rule? And why didn't they let me withdraw my deposit which is €300 not €240? Why didn't they let me finish my bonus like any other user...? I feel cheated and despised for no reason I need an explanation and to show where I broke any rule... I await an answer and that the casino gives some explanation thanks
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2 years ago
Alright, thank you for the explanation. The disputed amount will be updated to the mentioned €582.
Now I would like to invite MyStake Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear MyStake Casino Team,
Could you please provide us with an explanation of the player's situation in more detail? Why were the disputed funds/winnings confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
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2 years ago
Hello MELODIA93,
As we have checked you had two accounts and you were trying to get the bonus from both accounts. The Company reserves the right to close Your Account and due to our company's decision your account was closed.
Best regards,
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2 years ago
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Hello, 2 accounts excuse me I only have one account if you have proof that I have another account it shows both accounts, now you have time to create an account Ami name in mystake scam is what I see here I.....
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2 years ago
Thank you both for your replies and provided information.
Dear MyStake Casino Team,
Is the casino please able to provide me with the necessary data/evidence to support its claims and decision?
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2 years ago
Hello Branislav,
We will explain everything and provide you with the relevant proof by email in private.
JUANLU89 registered on Mystake on September 23, 2022, deposited 283 EUR by crypto and activated the welcome bonus.
After about an hour, MELODIA93 signed up from the same location, deposited 300 euros with the same payment method, and activated the same welcome bonus. Meanwhile, the user attempted identity verification. She was forced to do that, which you will see from the proof we will send you.
According to our T&C, "Creating multiple player accounts by a single player can lead to the termination of all such accounts." Any returns, winnings or bonuses which the Player has gained or accrued during such time as the duplicate Account was active may be reclaimed by Us "
Best regards,
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2 years ago
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Juanlu?? Come on, this is incredible, they don't even know what excuse to invent... I hope the casino guru verifies the evidence why I don't see normal why another person will register from the same location you accuse me of being me... Me I am Melody, not Juanlu, and I hope that the casino guru verifies it well because it is amazing that they rob me in this way and accuse me of being someone else... I hope this goes far and other users can see the type of scam that the mystake casino is made to know where to play comfortably without toxic people like those of mystake....
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2 years ago
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Sorry I forgot, I am willing to provide the necessary documentation to the casino guru so that he can verify that I am melody and not another person as mystake mentioned
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2 years ago
Dear player,
I was provided with sufficient evidence supporting the casino's decision. After gathering all the necessary information we are closing this complaint as unjustified due to breaching the casino's terms and conditions. Apart from using multiple accounts, you breached the casino's bonus terms and conditions and used a welcome bonus more than once, while it is allowed to use 1 bonus per player. Moreover, it is more than obvious that the person in the provided photos did not aware of what is going on, or even she was not fully conscious (or worse). An attempt for verification was made without her knowledge. It is an industry-standard that a player is not allowed to let 3rd party use their account. In these circumstances, you are not entitled to any funds on this account. The casino acted correctly and within its terms and conditions, and we accept it.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Thank you very much, MyStake Casino Team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.Guru
